Rammi's thought his insurer could have done more to resolve things with his builders, who were very slow to carry out essential repairs.
What happened
In the first year after moving into his new home, Rammi noticed several problems and reported them to the builders. But he couldn’t reach an agreement with them to carry out the necessary repairs.
Rammi’s insurer acted as a mediator and prepared a resolution report. The report required the builders to complete repairs within 30 days, but the builders missed the deadline.
Rammi felt his insurer could have done more to make sure the builders met the deadline, so he complained. Unhappy with his insurer’s response, Rammi contacted us and asked us to look into it.
What we said
We asked the insurer for an update on the claim. It provided evidence that the builders were willing to do the repairs, but they were waiting for parts. The builders said the parts would be available in two weeks, after which they would start work.
We checked the policy’s terms and conditions. It said the insurer should have taken over the repairs as the builders had missed the deadline.
However, we decided that asking the insurer to step in would cause more delays. It would have to order the parts that the builders were expecting soon. Under the circumstances, it seemed as though it would be better to give the builders extra time.